Contact Center Blog for Customer Experience

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IVR Benefits

Increase customer satisfaction by offering personalized call treatment.

Decrease call times.

Improve efficiency and productivity.

Automated speech recognition.

Free up resources through automation.

Increase first contact resolution by routing to the appropriate agent.

Reduce operational costs.

Track and report the journey of every call.

Gain

Automated Speech Recognition

Take your IVR to the next level with Automated Speech Recognition (ASR). ASR lets you remove the constraints of a standard touch-tone IVR application to enhance the customer experience. Customers are able to speak their needs using natural language. ComputerTalk also offers voice biometrics to authenticate users through their voice.

IVR and Contact Center Continuity

IVR applications are not always able to answer all inquiries. Sometimes customers have complex or non-routine issues and need to be transferred to a contact center agent. ComputerTalk's IVR and ice Contact Center are both built using the iceWorkflow Designer tool to provide a seamless and continuous flow of information between IVR and contact center.

Outbound IVR

Don’t wait for your customers to call you. Proactively reach out to them using outbound IVR applications. Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus

ComputerTalk Wins UC Award for Best Microsoft Teams Contact Center Solution

by Erina Suzuki | Published On August 8, 2024

Markham, ON — We did it! ComputerTalk scoops top honors in the 2024 UC Awards celebration, winning Best Microsoft Contact Center Solution!

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Top 5 Advanced Capabilities of Microsoft Teams Integrated Contact Centers

by Nicole Robinson | Published On February 22, 2024

The integration of Microsoft Teams into contact centers marks a significant impact in business communication today.

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Are you attending Microsoft Ignite 2022?

by Erina Suzuki | Published On October 11, 2022

Ignite is an annual conference for developers and IT professionals hosted by Microsoft.

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8 Ways to Improve Government Service Delivery in 2025

by Erina Suzuki | Published On September 29, 2022

Modern government agencies are under growing pressure to serve citizens quickly, securely, and efficiently—especially as expectations rise for 24/7 support and digital-first services. Traditional in-person models no longer meet these demands. Fortunately, contact center technology provides a scalable, flexible solution.

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7 Ways to Improve Efficiency in Your Contact Center

by Shaundalee Carvalho | Published On September 14, 2022

Here are a few best practices that you can use in your contact center to boost efficiency.

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5 Ways Financial Institutions Are Elevating Their Customer Experiences

by Erina Suzuki | Published On August 5, 2022

Banking experiences have evolved greatly since the days of traditional banking. Over the past few years, financial institutions have incorporated advanced technologies such as artificial intelligence (AI), omnichannel capabilities, and integrations with third-party applications to enhance their customer banking experiences.

Full story
Check out these 6 Cool Features to Enhance Your Microsoft Teams Experience (Part 2)

by Erina Suzuki | Published On July 22, 2022

Microsoft Teams offers a variety of intuitive features to enhance collaboration and communication. Yet there are various features many Teams users are not aware of. Check out these 6 helpful features so you can further enhance your Teams experience!

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Sample Applications

The key to a successful IVR application is design. A well-designed IVR means a frustration-free experience for customers. Working with one of our IVR specialists, you can rest assured that your applications will send customers to the right place, without needless transfers.

We have built thousands of IVR applications for our clients. Below is a list of sample IVR applications. For a more comprehensive list, contact an IVR expert here.

Appointment Scheduler
Auto Attendant
Bill Payment
Billing and Account Inquiry
Call Routing
Check Ordering
Claim Filing and Processing
Credit Card Activation
FAQs
Hear Shift Schedules
Listen to Human Resources Listings
Policy Renewal or Coverage Changes
Traffic Enforcement - Pay Tickets by Phone

Auto Attendant

ComputerTalk’s auto attendant capabilities can be a standalone application or part of the whole contact center system. Callers no longer need to remember extension numbers; they just need to speak the name of the person or department they wish to contact.

Advantage

When your IVR applications are built on the same technology as your contact center, you avoid additional support and integration costs. You are able to view comprehensive reports relevant to your IVR and contact center to provide you with the information you need to make informed decisions. ComputerTalk's IVR is easy to update to accommodate your changing business needs.

Find out 6 ways you can reduce customer churn

Businesses invest significant resources to generate new leads and convert them into customers. While generating new leads is important for organizations, reducing customer churn for existing customers is just as crucial to any organization’s success.

12 Resources to Help you Maximize your ice Contact Center Investment

It has now been a year since the COVID-19 pandemic began and almost a year since ComputerTalk began our Lunch and Learn/Slice of ice webinar series. The series began with a single webinar devoted to supporting contact centers through the...

From LCS to Microsoft Teams: The Evolution of ice Contact Center’s Microsoft Integration

Discover how ComputerTalk’s ice Contact Center evolved alongside Microsoft—from LCS and OCS to Lync, Skype for Business, and Microsoft Teams.

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5 Ways Financial Institutions Are Elevating Their Customer Experiences

Banking experiences have evolved greatly since the days of traditional banking. Over the past few years, financial institutions have incorporated advanced technologies such as artificial intelligence (AI), omnichannel capabilities, and integrations with third-party applications to enhance their customer banking experiences....

Protect your Contact Center Data with ice

Slice of ice Recap: Security and Standards – Mitigating Security Risks On Wednesday, May 19th, ComputerTalk presented their latest Slice of ice webinar, Security and Standards – Mitigating Security Risks. In this session, Jason Ellis of the Sales Operations team discussed...

Are you attending Microsoft Ignite 2022?

Ignite is an annual conference for developers and IT professionals hosted by Microsoft.